Customer Service
We would rather fix a problem than explain one. Here is how to reach us and what to expect.
Contact us
| What it is about | Write to |
|---|---|
| Orders, delivery, general help | support@truefind.eu |
| Returns | returns@truefind.eu |
| Refunds | refunds@truefind.eu |
| Billing and invoices | billing@truefind.eu |
| Privacy and your data | privacy@truefind.eu |
| Selling on AA Store | sellers@truefind.eu |
Always include your order number — it is in your confirmation email and under My Account → Orders. It saves us both a round trip.
When we reply
- Opening hours — Monday to Friday, 09:00 to 18:00 CET. Closed at weekends and on public holidays.
- First reply — within 1 business day.
- Busy periods — during sales and holidays, allow up to 2 business days.
Do it yourself, faster
Signed in, you can handle most things without waiting for us:
- Track a parcel — My Account → Orders
- Start a return — My Account → Orders → Request Return
- Download an invoice — My Account → Orders
- Change your address — My Account → Addresses
- Reset your password — the "Forgot password" link on the sign-in page
Common questions
My order has not arrived
Check the tracking link in your dispatch email first. If tracking has not moved for 7 business days, email us and we will open a claim with the carrier and replace or refund the order.
I received the wrong or a damaged item
Photograph the item and the packaging and email us within 7 days. We cover return postage and send a replacement or full refund.
Can I change or cancel my order?
If it has not been dispatched, yes — email us immediately and we will try to catch it. Once dispatched, use your 14-day right of withdrawal instead. See the Return Policy.
How long does a refund take?
We issue it within 14 days of receiving your return, usually within 3 business days, and your bank takes a further 3 to 10 days. See the Refund Policy.
Do you deliver to my country?
Enter your address at checkout — if we deliver there, the options and cost appear. See the Shipping Policy.
My item was sold by another seller
Contact us the same way. AA Store handles the payment and will coordinate with the seller on your behalf.
Complaints
If we have got something wrong, say so. Email support@truefind.eu with "Complaint" in the subject. We acknowledge within 2 business days and aim to resolve within 14 days.
If you are an EU consumer and we cannot resolve it between us, you may use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr.